Daisy Brooks
Homewood Suites by Hilton
San Antonio,TX
25
years of professional experience
Proactive hospitality professional with experience in guest services and office management. Skilled in administrative tasks and building customer rapport, consistently improving guest satisfaction scores and streamlining front desk operations.
Work History
Guest Service Agent
2 Years 1 Month- Managed check-in and check-out processes, ensuring accurate billing and efficient service.
- Provided exceptional customer service, resolving guest inquiries and enhancing overall satisfaction.
- Assisted in coordinating room assignments and special requests to optimize guest experiences.
- Maintained organized front desk operations, including inventory management of supplies and materials.
- Collaborated with housekeeping to ensure timely room availability and cleanliness standards.
- Monitored daily operations for compliance with hotel policies and standards, enhancing overall efficiency.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Created welcoming and comfortable a welcoming and comfortable environment for guests.
Night Auditor
8 Months- Processed nightly financial reports and reconciled discrepancies to ensure accuracy.
- Managed guest check-in and check-out procedures, enhancing customer satisfaction.
- Monitored front desk operations, addressing guest inquiries and resolving issues promptly.
- Coordinated with housekeeping to maintain room inventory and cleanliness standards.
- Collaborated with management to develop strategies for optimizing nightly operations.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
Office Manager
8 Years 2 Months- Managed scheduling, ensuring optimal coverage and service delivery for clients.
- Streamlined office operations to enhance workflow efficiency and staff productivity.
- Implemented inventory management systems to reduce costs and improve accuracy.
- Trained new employees on office procedures, fostering a collaborative environment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Processed vendor invoices accurately and timely, ensuring compliance with company policies.
- Reconciled accounts payable transactions to identify discrepancies and resolve issues promptly.
- Managed payment schedules to maintain positive vendor relationships and streamline cash flow.
- Processed and recorded customer payments accurately in accounting system.
- Managed aging accounts, ensuring timely follow-up on outstanding invoices.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Contributed to month-end closing procedures by preparing detailed accounts receivable aging reports for management review.
Education
High School Diploma
- Relevant Coursework: General Education and Professional Development.
Skills
Guest relations
Active listening
Written and verbal communication
Guest communication
Administrative tasks
Collaborative approach
Reservation management
Cash handling
Hospitality standards
Customer engagement
Data confidentiality
Dispute resolution
Timeline
Guest Service Agent
Homewood Suites by Hilton
07.2024 - CurrentRead More
Night Auditor
La Quinta
01.2022 - 09.2022Read More
Office Manager
Tuffy Auto Service
01.2002 - 03.2010Read More
Caledonia High School
High School Diploma
Read More